We know that changes like this can raise questions, so we're here to make the transition as smooth as possible.
Helping you find the information you need related to the Transfer of Engagements (ToE) all in one place, including:
The PfP Customer Portal and the Customer Contact Centre are the quickest ways to get in touch, report a repair or manage your home.
Call us on: 01772 667002
Lines are open Monday to Friday from 8am to 6pm (excluding Bank Holidays)
If your enquiry needs additional support, we may refer it to your Community Housing Manager, Customer Support Co-ordinator or another specialist team.
You can report a repair in minutes through your online account, or by calling us on 01772 667002. You can report a repair Monday to Friday from 8am to 6pm (excluding Bank Holidays).
Your repairs will be attended to by a PfP Operative or a PfP approved specialist contractor.
For more information, visit repair responsibilities.
If you have an emergency repair or concerns over damp or mould, please call us on 01772 667002.
Emergency repairs can only be reported by telephone and can be reported 24 hours a day. We will make the issue safe within 24 hours.
You can let us know about damp or mould online too through your online account.
If you would like more details about what an emergency repair is, please visit Report a repair: England or call us.
The Elim office will remain open for you to visit after 1 October. Between 25 September and 1 October, a reduced service will be available as described above.
After 1 October office hours will be 9am – 5pm, Monday to Friday.
You can find more information about RMG by visiting the website www.rmguk.com
Or log in to your Customer Portal at www.rmgliving.co.uk
Email: customerservice@rmguk.com
Telephone: 0345 002 4444 or out of hours on 07966 167590
Online chat with our Customer Service Team through your Customer Portal
You can write to us at:
Residential Management Group Limited
RMG House
Essex Road
Hoddlesdon
EN11 0DR
From 1 April, please call us on 01225 259452. You will hear options so you can choose the right team:
Emergency Repairs (Out of Hours)
If you have an emergency outside normal working hours, please call 01772 667182.
More information about Touchstone can be found at
www.touchstoneresi.co.uk
You can write to us at:
Touchstone
2 Crescent Office Park
Clarks Way
Bath
BA2 2AF
If your home is managed by an agent and you have not been notified of any change, please contact them in the usual way.
If you do not know who manages your home or who to contact, please call us on 01772 667002.
Manage your home online. Available all day, every day.
Taking care of your home is simple with the PfP Customer Portal available 24 hours a day.
What you can do in the portal:
You can access the PfP Customer Portal with your new Customer Reference Number when you receive it by visiting My Home. Or you can follow the link if we send you one on email.
We will send you a new Customer Payment Reference. If you need to make a payment before you receive it you can call us on 01772 667002 and let us know.
The easiest way to pay your rent is by Direct Debit, as payments are taken automatically and you will not need to make any changes to this.
If you prefer to make a manual payment each month or week or for a payment arrangement you have in place, you have the option to pay through your online account. You can log in by clicking the link on any page on our website. You will need the new Customer Payment Reference we send you to set up your account or you can click the link if we send you one by email.
Or if you prefer, you can pay by telephone by calling 01772 667002 and selecting the automated telephone payment option. You will need your new Customer Payment Reference when you call.
If you need to set up a new Standing Order after 1 October 2026 you will need your new Customer Payment Reference and our account details which are:
Places for People Living+ Limited
Sort code 20-69-93
Account number 13937216
If you have an AllPay card for Elim, you can continue to use it after 1 October. However, if your card is lost or damaged, PfP will be unable to replace it, which means you will no longer be able to make in-person payments at PayPoint locations. There are different payment methods available, and if you would prefer to switch to one of these, please let us know and we will be happy to help.
If you are in receipt of Housing Benefit or Universal Credit, you will need to tell them about your new landlord when you receive your Section 48 notice.
Future statements will be from PfP and will be sent out to you quarterly if you have an arrears balance. Otherwise, statements will be available to you at any time through your online account, or you can request one to be emailed or posted out to you.
Read more about Payments, Rents and Charges.
The easiest way to let us know something is through the PfP Customer Portal or by calling us on 01772 667002.
For more information relating to your tenancy or lease, visit our Help and Support pages.
Everything you need to know about managing your home with us including extending your lease, selling your home and staircasing.
Your Community Housing Manager is there to support you in your home and Community.
Report a repair, anti-social behaviour, damp and mould, fly-tipping, hate crime and harassment, tenancy fraud or make a complaint.
Get help understanding your bill, trouble shooting and making payments.
Find out about how to end your tenancy, moving out, transfer or exchanging your rented home.
We understand you might be worried about the cost of living and we’d like you to know support is available to you.
A collection of resources to help you get the right support if you are in need, including information for addictions, domestic abuse, getting online, loneliness, mental wellbeing, safeguarding concerns, employability skills and support and if you’re experiencing hate crime or harassment.
For information and how to join The Listening Room when you have your new Customer Payment Reference and about our National and Regional Customer Groups and other activities we have for Customers to be involved.
